Program Manager

2 weeks ago

Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited - A78 Full time

Bachelor's degree in Business Administration, Finance, Computer Information Systems, Engineering, Operations Research, Mathematics or other business/analytical disciplines or equivalent experience.


  • Excellent written and verbal communications skills with an ability to interface with Csuite level stakeholders, specific strength in influencing decision makers and managing expectations.
  • Track record of delivering measurable improvements to the customer experience using business improvement and project management techniques. Solutionfocused with a strong ability to identify, justify and deliver effective and practical change.
  • Exceptional analytical skills, comfortable working with large amounts of data and communicating insights, experience establishing and tracking program metrics and explaining outliers or trends.
  • Excellent critical thinking and judgement. Ability to think long term and define strategy while also maintaining a focus on shorter term tactical initiatives.
  • Experience identifying and resolving complex issues, will take initiative even under unfamiliar or ambiguous circumstances solid sense of accountability and sound personal judgment.
  • Advanced Excel skills and experience with other analytics tools and reporting suites.
  • Flexibility to respond quickly to change and reprioritize in the face of emerging issues.
  • Experience influencing and leading stakeholders without formal responsibility. Interacting and building rapport with teams of all levels.
  • Experience working in complex global organizations.
Amazon's mission is to be earth's most customer-centric company.

We work towards a single goal:
to ensure the best experience for our customers.

To achieve this, South Africa Customer Service (CS) is looking for a highly skilled and motivated Program Manager who will work across the customer lifecycle to analyze, identify and deliver process, policy or technology improvement opportunities that eliminate defects and reduce customer effort.

Key job responsibilities

  • Designs, delivers and owns mechanisms to surface and address defects on a continuous basis, in partnership with other teams.
  • Delivers improvements to increase detection and efficacy of defect escalation mechanisms within CS Operations.
  • Designs, delivers and improves CS processes to ensure adherence to CS policy. Creates scalable audit mechanisms to ensure longterm benefit and adoption.
  • Partners with product and business teams to deep dive in the root cause of anomalies and unfavorable trends, and drives resolution of issues to closure.
  • Champion a culture of customer obsession developing and driving VoC.
  • Creates reports and metrics to prepare inputs to weekly, monthly and quarterly business reviews with senior leadership.
  • Actively build relationships across Amazon teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, operations to deliver on your roadmap.
  • Champion a culture of customer obsession developing and driving VoC.
  • Own the execution of the CS CX roadmap and timely delivery of projects therein.
Cape Town, ZAF

  • SQL and analytical techniques such as hypothesis and regression analysis.
  • Background in ecommerce, retail or consulting industries.
  • Direct experience using business intelligence reporting tools (Tableau, MicroStrategy, etc.).
  • Practical experience of project management frameworks, e.g. PMP/PRINCE2

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